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Service Delivery
Senior Customer Support Representative
Hybrid or On Site Full-time 5-7 years Bachelor's Degree
Apply for this Position Position Overview
You will hold the hardest customer relationships — the accounts under strain, the escalations that reach a director, and the conversations that decide whether a customer stays. You will also shape how support communicates: the templates, the tone, and the standard the rest of the team works to.
Key Responsibilities
- Own the most sensitive and highest-value customer support relationships.
- Take escalations from the team and from customer management, and see them through personally.
- Lead customer communication during incidents, including written updates to senior stakeholders.
- Run service review meetings with customers: what happened, what changed, and what is still open.
- Define communication standards — templates, tone, update cadence, and escalation wording.
- Coach junior and mid-level representatives on difficult conversations and account ownership.
- Analyse recurring dissatisfaction and drive the fix with delivery, product, or support engineering.
- Represent the customer's operational reality inside ByteGurus when priorities are being set.
Skills & Qualifications
- 5-7 years in enterprise customer support, including ownership of escalations.
- A proven case of recovering a damaged customer relationship.
- Excellent Turkish and English, written and spoken, at senior stakeholder level.
- Technical literacy strong enough to challenge an explanation that does not add up.
- Experience running structured service reviews with customer stakeholders.
- Judgement about when to escalate internally and when to absorb.
- Bachelor's degree or equivalent professional experience.
Nice to Have
- Experience in a regulated sector where customers audit their suppliers.
- A background that includes account management as well as support.
- Experience coaching or training a customer-facing team.
- Familiarity with the software delivery lifecycle.
What You'll Gain
- Competitive salary.
- Hybrid working — a mix of office and remote days, with time on customer sites where the work needs it.
- Annual learning budget for books, courses, and conferences.
- Top-tier hardware and software tooling.
- Private health insurance and flexible time off.
Apply for this Position
Send your CV and a short cover letter. We'll reply by email.
Apply for this Position